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New Member

Agent calls are showing up on the default skill group (2397)

We have ICM 7.2 with CTIOS 7.2.  The supervisors have a customized desktop (see snapshot).  There are calls that are showing up on the default skill group (00697605228).  Does anyone have an idea how these calls are going to the default skill group instead of the agent's assigned skill group?  Is this a routing issue with ICM?

image001.jpg 

3 REPLIES

Re: Agent calls are showing up on the default skill group (2397)

Does this show up in the normal CTIOS desktop?  If not, then it's a problem with your custom desktop.

david

Green

Re: Agent calls are showing up on the default skill group (2397)

The default skill group is used for outbound calls. You probably don't want to show this one.

Regards,

Geoff

New Member

Re: Agent calls are showing up on the default skill group (2397)

David, it doesn't show on the normal supervisor desktop as it does not have the column for that field.

Geoff, looks like they are showing as inbound calls as well.  We have a support engineer that looked at the database and he said those are inbound calls that are hitting the default skill group.

We have a Cisco TAC case open on this but have not heard from the engineer assigned who's doing the research.

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